eCommerce Manager

administers the retail systems, including the e-commerce platform. The position partners with the buying team, the Associate Director of Technology Sales, and the marketing strategist so online assortment and promotions support sales goals, and sets the standards for online order fulfillment. Online Sales Growth 25% Hold accountability for online sales, conversion, and average order value for all stores; set annual e-commerce sales goals with the Director and track results. Develop and carry out an e-commerce sales strategy, including online promotions, product launches, and plans for peak periods such as semester start, graduation, holidays, and game days. Identify new online sales opportunities, such as new product lines, bundles, and departmental and group ordering, and bring recommendations to the Director. Online Merchandising and Content 20% Manage online product presentation, including product listings, descriptions, imagery, and featured collections, working with the buying team and the Associate Director of Technology Sales. Ensure online merchandising is strategically aligned with in-store merchandising and the overall marketing strategy. Work with the Senior Associate Director of Course Materials and Brand Management to present course materials and AutoAccess information clearly online, and to apply university brand standards to the websites. Coordinate online campaigns and email promotions with the marketing strategist, in line with the Director’s overall marketing strategy. Online Order Standards and Customer Service 20% Set online order and fulfillment standards, including order accuracy, shipping speed, and returns, which the Receiving Manager’s team meets for The Mizzou Store; provide fulfillment guidance, procedures, and best practices to the other stores. Monitor fulfillment performance with the Receiving Manager, and work with the Associate Director of Operations on in-store pickup. Resolve escalated online customer issues and use customer feedback to improve the site. Website Development and User Experience 15% Plan and lead improvements to the stores’ websites that drive sales, including navigation, search, product pages, checkout, and mobile experience. Direct user interface changes and page layouts that are visually appealing, easy to use, accessible, and consistent with university brand standards. Work with the Retail Analyst and the consulting group to ensure all sites meet WCAG 2.1 Level AA accessibility standards. Test changes through A/B and usability testing, and roll out what improves conversion. Maintain the websites’ search engine optimization (SEO) so products and course materials are easy to find. Web Analytics and Performance Reporting 10% Use advanced web analytics to understand customer behavior, including traffic sources, shopping paths, cart abandonment, and campaign results. Report e-commerce performance to the Director on a regular schedule, with explanations and action plans for variances. Share insights with buyers, the Associate Director of Technology Sales, and the marketing strategist to guide assortment, pricing, and promotions. Consultant and Partner Management 5% Direct the outside consulting group’s website work: define requirements, set priorities, review and accept completed work, and monitor timelines and costs. Work with the Retail Analyst on changes that affect the e-commerce platform, system integrations, payments, and PCI compliance. Recommend consulting and technology expenditures to the Director for approval. Leadership and Staff Development 5% Interview, hire, orient, train, and evaluate part-time or student e-commerce employees; set clear expectations, give ongoing feedback, recognize good work, and take corrective action when needed; plan, assign, and review their work. Cross-train staff and shift assignments to meet workload priorities. Review and approve timesheets and leave requests, and follow University leave policies, FLSA, FMLA, and workers’ compensation requirements, consulting with Human Resources as needed. Promote a collaborative, professional work environment. Shift Normal scheduled hours are Monday through Friday 8:00 am to 5:00 pm with occasional evenings and weekends Minimum Qualifications A Bachelor's degree or an equivalent combination of education and experience and at least 5 years of experience from which comparable knowledge and skills can be acquired is necessary Preferred Qualifications Experience growing online retail sales, ideally in a college or university store. Experience with web analytics tools, conversion optimization, and A/B testing. User interface and user experience design experience. Experience managing outside development or agency partners. Anticipated Hiring Range $65,000 - $80,000 commensurate with experience Salary Range: $65,000-$80,000 Grade: GGS 011 University Title: Senior Business Services Consultant. Internal applicants can determine their University title by accessing the Talent Profile tile in myHR. Sponsorship Information Employment visa sponsorship is not available for this position. Community Information Columbia offers small-town friendliness with big city features and a high quality of life for people of all ages and interests. Founded on education and known as an ideal college town, its location also makes it an attractive spot for businesses and travelers. Located on Interstate 70 and U.S. Highway 63, Columbia is right in the middle of the state and the nation. Just a couple hours’ drive from St. Louis and Kansas City, Columbia is Boone County’s largest population center offering big-city culture, activities, and resources with a low cost of living. Columbia is home to a variety of restaurants and entertainment venues and hosts more than a dozen festivals each year. If you want to grow your career, continue your education, raise a family, and retire, Columbia is a good place to be! Benefit Eligibility This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/departments-staff/human-resources/benefits-retirement Equal Employment Opportunity The University of Missouri is an Equal Opportunity Employer. To request ADA accommodations, please call the Director of Accessibility and ADA at 573-884-7278. 61528